Overview
Z360 Assist is your AI-powered assistant within Z360 that helps you manage contacts, tickets, inbox conversations, and inquiries using MCP tools. It allows you to Create, Read, Update, and Delete (CRUD) records directly from the platform. Additionally, Z360 Assist integrates with third-party apps like Google Calendar, making it easier to manage external services without leaving Z360. You can also perform web searches to retrieve the latest information online. This guide covers how to use Z360 Assist to manage your data, use web search, and integrate with third-party applications to enhance your workflow. Ask Z also supports browser voice conversations through Talk to Z. Start a voice conversation from the Ask Z chat box, the command menu, or the keyboard shortcut. Use it when you want to speak with Ask Z, follow a live transcript, mute when needed, and keep the voice session active while moving between Z360 pages. For the full workflow, see Talk to Ask Z in Your Browser. Help icons across Z360 can open Ask Z with context about the page you are viewing. Use these icons when you want Ask Z to explain the current page, link to relevant Z360 documentation, or guide the next step from that area. Ask Z can also reference reusable context directly in the composer. Type$ to search and insert a Skill, or type @ to search and insert a Library file. Selected references appear as chips in the sent message so you can confirm which skill or file Ask Z used.
MCP Tools – Create, Read, Update, Delete
Z360 Assist simplifies the management of your data using MCP tools for Create, Read, Update, and Delete operations. Here’s how you can use each function with examples:Create
Creating new records is easy with Z360 Assist. Whether it’s a new contact, ticket, inquiry, or conversation, you can add them with a simple command.- Create a New Contact:
Command: “Create a new contact named Sarah with email sarah@example.com and phone number 555-1234.”
Result: Z360 Assist will create Sarah’s contact with the provided details. - Create a Contact with Custom Fields:
Command: “Create a contact for Maya Patel, set her customer tier to Gold, and add her renewal date as August 15.”
Result: Ask Z can look up your organization’s contact custom fields, including field type, options, and required status, then create the contact with the right values. - Create a New Ticket:
Command: “Create a new ticket titled ‘Unable to access account’ with priority High and assign it to John.”
Result: Z360 Assist creates the ticket and assigns it to John. - Create a New Inquiry:
Command: “Create a new inquiry from Mark about pricing for premium plans.”
Result: Z360 Assist creates the inquiry and links it to Mark’s record. - Start an Outbound AI Call:
Command: “Use our active business phone number to call Sarah in the U.S. and ask whether she wants to reschedule tomorrow’s appointment.”
Result: When the outbound-call action is available, Ask Z starts a goal-driven AI phone call, creates the related phone conversation, and returns the conversation and message details. - Transfer an Active AI Call:
Command: “Transfer this call to Alice Agent.”
Result: When the Transfer To Human action is available for the active voice call, Ask Z can transfer the call to an organization teammate or a valid U.S. phone number.
Read
Z360 Assist can retrieve and display information from your records, including contacts, tickets, and conversations.- View Contact Information:
Command: “Show me all the details for Sarah’s contact.”
Result: Z360 Assist will display Sarah’s contact information. - Search Contact Custom Fields:
Command: “Find contacts where customer tier is Gold.”
Result: Ask Z can search supported contact custom fields and return matching contacts. For very broad searches, ask it to include a total count. - View Open Tickets:
Command: “Show me all open tickets assigned to John.”
Result: Z360 Assist will list all open tickets assigned to John. - View Past Conversations:
Command: “Show me all the conversations with Mark.”
Result: Z360 Assist will provide a list of all past interactions with Mark.
Update
Updating existing records is straightforward with Z360 Assist. You can change contact details, ticket statuses, or inquiry stages.- Update a Contact:
Command: “Update Sarah’s phone number to 555-5678.”
Result: Z360 Assist updates Sarah’s phone number in the contact record. - Update a Contact Custom Field:
Command: “Change Sarah’s preferred service to Installation.”
Result: Ask Z updates the custom field when the field exists, the value matches the field type or allowed options, and your user has access. - Change Ticket Status:
Command: “Change the status of the ticket ‘Unable to access account’ to ‘In Progress.’”
Result: Z360 Assist will change the ticket status to “In Progress.” - Update an Inquiry Stage:
Command: “Change the stage of Mark’s inquiry to ‘In Progress.’”
Result: Z360 Assist will move Mark’s inquiry to the “In Progress” stage.
Delete
If you no longer need a record, you can delete it with a simple command.- Delete a Contact:
Command: “Delete the contact Sarah.”
Result: Z360 Assist will remove Sarah’s contact from the system. - Delete a Ticket:
Command: “Delete the ticket titled ‘Unable to access account.’”
Result: Z360 Assist will permanently delete the ticket. - Delete an Inquiry:
Command: “Delete the inquiry from Mark about premium plan pricing.”
Result: Z360 Assist will delete the inquiry from your system.
Using Web Search with Z360 Assist
Z360 Assist also includes a Web Search tool, allowing you to search for up-to-date information across the web. Here’s how to use it:- Open Web Search
Click the WebSearch button within the Z360 application to access the tool. - Enter Your Search Query
In the Ask Anything input field, type your search query. For example, you can search for industry news, trending topics, or any other relevant information. - Submit Your Query
Click Submit to initiate the web search. Z360 Assist will fetch results from the web and display them inside the application.
Command: “What’s trending in home services right now?”
Result: Z360 Assist will provide the latest relevant information from the web.
Third-Party App Integrations
Z360 Assist integrates with several third-party apps to enhance your workflow. Here’s how to set up and use third-party apps like Google Calendar and Calendly:Google Calendar Integration
- Select Google Calendar Integration
In Z360, go to the Integrations section and select Google Calendar to begin the setup. - Enter Availability Request
Command: “Check my availability for this week.”
Result: Z360 Assist will retrieve your schedule directly from Google Calendar. - Submit Integration Request
Click Submit to complete the integration setup and access your calendar directly within Z360.
Other Third-Party Integrations
Z360 also supports integrations with tools like Calendly, X (Twitter), and Google Meet. These integrations allow you to manage tasks and appointments directly from Z360 without having to switch apps.Ask Z Expert Modes and Previews
Ask Z can switch into focused expert modes for deeper work, including Business Manager, Frontdesk, Ability Builder, Pipeline Builder, and Deep Research. Business Manager helps with day-to-day operations across contacts, Inbox, tickets, inquiries, pipelines, AI Studio, and organization settings. Frontdesk helps with inbound triage, lead capture, customer follow-up, and conversation routing. When working with pipelines, abilities, or Business Manager actions, Ask Z can show previews for stages, sources, intake fields, communication settings, follow-ups, actions, files, generated artifacts, and operational record changes before changes are applied. Your team can also create custom AI Experts in AI Studio > Experts. Custom experts can have their own instructions, icons, allowed apps, schedule settings, and connected-app triggers. Use them when a recurring workflow needs a specialist instead of a general chat. AI Experts can also work directly inside supported Inbox conversations. This lets an expert use the conversation context and continue helping as new customer messages arrive. For the Inbox workflow, see Use AI Experts in Inbox Conversations. Ask Z can also show an Expert’s visual workspace directly inside a conversation. Use the embedded workspace to review an Expert that Ask Z created or edited before you continue configuring it in AI Studio. Ask Z can keep durable context through AI Studio > Memory. Organization memory applies across the team, while user memory keeps teammate-specific context separate.Navigation Links and Thread Visibility
Ask Z can include links to Z360 pages when it knows where a teammate should go next. These links open pages the teammate has permission to access, such as contacts, conversations, tickets, leads, Ask Z threads, settings, or AI Studio areas. Ask Z thread history also shows whether a thread is Private or shared with the Organization. Private threads stay visible only to the teammate who created them. Organization threads can be reviewed by teammates who have access to the shared expert or workspace context. In shared Ask Z work, teammate avatars and automated-message attribution help show who participated and which messages were generated automatically. Regular Ask Z threads can be renamed from the thread title or thread actions menu when the title needs to match the work. Use Delete only for regular Ask Z threads you no longer need; Inbox-linked threads stay tied to their customer conversation and should be managed from that conversation. Thread labels also distinguish Default, Inbox, and Automation work, and scheduled threads can show the next wake-up time.Filter Agent Inbox Threads
Use the Agent Inbox thread list when you need to find previous Ask Z work or AI Expert work tied to an Inbox conversation. Search by thread title, or open Filter Agent Inbox to narrow the list by Status, Scope, Expert, Surface, and Is Archived. Choose Surface > Inbox when you only want AI work tied to customer conversations. This also shows Conversation Type and Channel filters so you can narrow results by email, phone, Live Chat, fax, or a specific connected channel. Customer-based thread titles use the contact name when available, then email or phone details, plus the conversation number. Recent Ask Z threads load in smaller batches, so scroll or load more when you need older history. If Ask Z pauses for approval or a follow-up answer, the interrupted work stays expanded so you can review the pending action before continuing.Files, Attachments, and Artifacts
Ask Z can accept uploaded files, pasted files, and large pasted text that becomes an attached text file. Use attachments when Ask Z needs to summarize a document, inspect an image, compare source material, or draft from larger context. Uploaded and generated files can show previews inside Ask Z. You can also review shared files and generated artifacts from AI Studio > Library, search attachments, filter by file type, and create or revoke public links for artifacts that need to be shared outside Z360. Use@ references when you want Ask Z to ground the answer in a specific Library file, and use $ references when you want Ask Z to follow a specific reusable Skill. If pasted content should not become a reference suggestion, attach or upload the file instead.
For the full workflow, see Use Files, Attachments, and Artifacts in Ask Z.
Tips
- Use Natural Language: Ask Z in plain language. It understands everyday phrases and can perform actions accordingly.
- Use Talk to Z for Hands-Free Work: Start a browser voice session when speaking is faster than typing, and open the transcript for important details.
- Use Outbound AI Calls Carefully: Include the active Z360 phone number, a U.S. recipient number, and a concise call goal. Review wallet limits, call concurrency, and contact status if the call cannot start.
- Transfer Active Calls Deliberately: Transfer-to-human works only for an active supported voice call. Conference calls, unavailable teammates, invalid numbers, or calls outside the availability window can block the transfer.
- Reference the Right Context: Use
$for Skills and@for Library files when Ask Z should rely on specific reusable instructions or source material. - Combine Commands: You can ask Z360 Assist to create, update, or retrieve multiple items in a single command. For example, “Create a new contact, assign it to a new ticket, and set the ticket to high priority.”
- Name Custom Fields Clearly: When asking Ask Z to update a custom field, use the field name your team configured in contact settings. Ask Z can discover the field ID, type, options, and required flag before applying the change.
- Use Custom Experts for Repeatable Work: Create a custom expert when the same type of task needs consistent instructions, a schedule, or limited tool access.
- Review Memory When Context Changes: Update AI Studio memory when stable organization or teammate context is outdated.
- Follow Ask Z Links From the Right Organization: If Ask Z links you to a record or page, confirm you are in the organization where the work belongs.
- Use Thread Visibility Labels: Check whether a thread is private or organization-wide before sharing follow-up context with teammates.
- Filter Agent Inbox Before Searching Broadly: Use status, scope, expert, surface, channel, conversation type, and archive filters when thread history is crowded.
- Attach Source Files: Upload files or paste large text when Ask Z needs exact source material instead of a short prompt.
- Review Artifacts Before Sharing: Check generated artifacts in Ask Z or AI Studio > Library before creating public links.
- Check Web Search Results: When using web search, refine your queries to get the most accurate and relevant information.
- Explore More Integrations: Visit the Integrations section in Actions tab to explore additional third-party apps that can be connected to Z360 to streamline your workflow.